Associate

Summary

Join us in our mission to empower small businesses and help them save time and money as a Fraud Rapid Response Associate.

Requirements

• You have excellent communication skills and a positive goal-oriented attitude
• You have C1/C2 level of spoken and written English
• You have at least an 1 year experience working in International customer support on inbound phone line
• You have at least 2 years experience in a customer service role
• You are comfortable with working in 24/7 rotational shifts (We consider employee preferences while setting up schedules, however cannot guarantee the same)
• You are comfortable using industry tools like Kustomer, GSuite, and Jira
• You are confident talking with our customers and walking them through difficult situations
• You are always on the lookout for recurring issues and help create new workflows to solve them
• You have really strong organisational skills
• Spotting and noting patterns is second nature to you, and you’re always ready to highlight areas that can be improved in terms of product or member experience

Responsibilities

• Attending calls on an emergency inbound phone line for fraud reports
• Working with other financial institutions to recover funds
• Juggling priorities to ensure that members get outstanding support experience meaning time is of the essence and detailed product knowledge is vital
• Helping members understand what is required from them and keeping them up to date throughout various stages of investigation
• Exploring data and aiding with reporting in order to track the performance of products and services
• Helping demonstrate your values to new members of the team, and supporting them with your wisdom and experience and assisting with common back-office tasks

Benefits

• Competitive salary
• Vitality Health Insurance, with a proactive focus on mental and physical wellbeing
• We invest in your development with professional L&D budget every year
• Enhanced family-friendly leave
• 24 hours paid volunteering time off per year
• Flexible working options
• Sabbatical leave